Complaints Policy

REVIEW	Biannually or following changes in guidance from the Ministry of Education
POLICY REVIEWED	February 2023
REVIEW DUE	February 2025
APPROVED BY THE SCHOOL BOARD	Thursday 11th May 2023

CONTENTS

Rationale
Purpose
Guidelines
Complaints against teaching or support staff
Complaints against the Principal
Procedure for Concerns
Procedure for a Formal Complaint

Rationale

It is important that the concerns of students, staff and parents are recognised and resolved in a fair and consistent manner.

Purpose

To make a genuine effort to ensure that all complaints are investigated fairly at the earliest opportunity, and in a manner that respects all parties concerned.

A complaint is defined as an expression of dissatisfaction where a response or resolution is expected.

Guidelines

The school will make a genuine effort to resolve all concerns and complaints.
Anyone with a concern is encouraged to discuss the matter directly with the person involved as soon as possible to prevent issues escalating.
Concerns will be dealt with by the school using the process set out in the Procedure for concerns.
If the concern is not resolved through this process then a formal complaint can be made. This should be done in writing to either the Principal or the School Manager. The process set out in the Formal Complaints Procedure will be followed once a complaint has been received. It is helpful for the complaint to include as many details as possible, including details of efforts to resolve the issue.
Formal complaints against any staff member will be dealt with using the Complaints Procedure against Teaching and Support Staff.
For any other complaint, when the Principal or School manager receives the complaint, they will contact the person who has sent it to discuss further action.
All complaints will be treated in confidence. However, any person included in a complaint must be informed of the details of the complaint, and be given an opportunity to address the complaint.

Complaints against teaching or support staff

All complaints against a teacher shall be referred in the first instance to the Principal.

All complaints against the Principal shall be referred in the first instance to the School Manager.

While formal procedures are available as a last resort, every effort should be made by all concerned to resolve the matter informally.

Complaints-Staff (the Principal has a key role in facilitating such a resolution).

Complaints-Staff/Principal where the complaint is unresolved, the complaint should be made in writing to the School manager, and signed by the complainant.

Complaints –Teacher

A copy of the complaint should be given to the teacher for a written response.

Complaints-Principal

A copy of the complaint should be given to the Principal for a written response.

The School Manager will consider the written response, and after considering all information will make a decision and inform the complainant of any action taken in resolution.

Where the School Manager considers a resolution is reasonable and effective, the complainant and the Teacher/Principal should be informed by the Principal/School Manager that no further action is intended.

If the School Manager is not satisfied then recommendations will be made to the Principal/teacher on actions to be taken, then the Principal/teacher should be invited to respond to the School Manager’s recommendations.

Procedures for Concerns

Anyone with a concern is encouraged to discuss the matter with the person involved as soon as possible to prevent issues escalating.

Classroom Issues

If there is a concern about a classroom matter then the complainant should firstly make an appointment and discuss the matter with the class teacher, then the Principal if they fail to achieve a satisfactory resolution.
If the response provided by the school does not fully address the concerns then the complainant may wish to take the matter further by making a formal complaint. (see Formal Complaints Procedure)

Other Concerns

If there is a concern about a matter that the complainant does not feel able to discuss with the teacher directly, or which does not involve a particular teacher, then the complainant should contact the department Principal.

In all cases, if a concern is not resolved then a formal complaint may be laid.

Procedure for a Formal Complaint

In some cases, such as when a complaint is not resolved, then a formal complaint may wish to be made.
The complaint should be written down giving the details of the issue, including details of the efforts that have been made to resolve the matter, along with contact details for the complainant.
The complaint should be addressed to the Principal or to the School Manager and handed in to the school.
Complaints will be acknowledged within 48 hours of receipt, giving assurance to the complainant that the issue will be investigated.
When a complaint is received the Principal and the School Manager will discuss the matter with the complainant before deciding what further action should be taken, and the meeting will be documented.
The complaint will generally be treated in confidence. However, in the interests of natural justice, any persons included in a complaint must have the opportunity to hear all the details about the complaint and reply to them. A copy of the complaint will be given to the person about whom the complaint is made, together with a copy of the school’s complaints procedure.
The complaint will be investigated by talking to the person about whom the complaint has been made, and interviewing anybody else who has had a part to play in the issue with written statements being taken.
Depending on the nature of the complaint, the matter may be referred to the School Manager for consideration and action.
The Principal or School Manager will decide what steps will be taken as a result of the investigation, and will ensure that a record of the process is kept.
The complainant will be informed of the outcome of the investigation.
In dealing with complaints, the school will act in accordance with conditions of the relevant contractual agreements, as well as with the Kuwait Labour Law.
If parents are dissatisfied with the outcome of the complaint then they may wish to take the matter to the Ministry of Private Education in Kuwait, who then would likely investigate the issue with the school.

This policy should be read alongside ESF’s Whistle Blowing Policy

Appendix II: Flow chart summarising the process

Please raise the concern initially as follows:

Education issues – if the matter relates to the classroom, the curriculum or special educational needs, please speak or write to the class teacher, Head of Department or Principal as deemed appropriate.
Pastoral care – for concerns relating to matters outside the classroom, please speak or write to the class teacher, tutor, Head of Year or Pastoral Coordinator.
Disciplinary matters – a problem over any disciplinary action taken or a sanction imposed should be raised first of all with the member of staff who imposed it, and, if not resolved, with the teacher, class teacher, tutor, Head of Year, Pastoral coordinator or Principal as deemed appropriate.
Financial matters – a query relating to fees or extras should be referred to the School Accountant.
Teacher complaint – Complaints against other members of staff should be addressed to the Principal. Should the complaint be against the Principal themselves, then the complaint should be addressed to the Head Principal.

ESF will acknowledge a written notification by telephone, fax, e-mail or letter within two working days of receipt during term time and as soon as practicable in the holidays. A matter raised orally will not necessarily be acknowledged in writing; contact will be retained until the matter is resolved.